IT Engineer I
- Be the first point of contact for technical issues, with a special focus on supporting the in-person offices in Richmond.
- Team up with the UST, other IT groups, and cross-functional departments so colleagues have the tools and support they need every day.
- Offer hands-on help in the Richmond offices, resolve hardware and software hiccups, and create a smooth, reliable user experience.
- Serving as a primary IT support resource for the Richmond offices, while also providing timely remote assistance to end users in Boston and the UK.
- Delivering "white glove" customer service by triaging IT tickets, troubleshooting issues, and promptly resolving technical challenges for employees and contractors.
- Collaborating with key stakeholders and teams (including Infrastructure and InfoSec) to streamline technical processes and maintain a secure, reliable environment.
- Handling a wide range of hands-on tasks, from cable management to hardware setup, ensuring employees have the tools and support they need to succeed.
- 1–2 years of IT experience and a strong desire to learn and grow in a dynamic environment.
- Ability to onboard and train M-F for the first 4 weeks of employment before moving to your new shift.
- Solid Mac and Windows skills , with the ability to approach common issues in multiple ways.
- Familiarity with SaaS administration (e.g., Google Workspace) and comfort navigating Chrome enterprise environments.
- Excellent analytical and troubleshooting abilities , with strong written and verbal communication.
- Adaptability to handle changing priorities, re-triage tasks, and respond effectively to new requests.
- A collaborative, approachable attitude , whether fixing a simple issue or diving into a complex challenge.
- Willingness to pitch in with everything from running cables to contributing to larger-scale technical projects.
- Eagerness to learn different technologies and continuously expand your skill set.
- Ability to work primarily on-site in our Richmond, Virginia offices, with occasional flexibility for remote work when business needs allow.
- Experience with macOS and Windows endpoint management, including MDM tools like Jamf, Intune, and JumpCloud.
- Familiarity with workforce identity tools such as Okta and Lumos.
- Proficient with Google Workspace and Microsoft 365 administration.
- Experience with collaboration tools like Zoom, Google Meet, and Slack.
- Knowledge of Jira Service Desk and Jira for IT service management and project tracking.
- Experience with Confluence for knowledge management and documentation.
- Experience with SaaS tool management and optimization.
- Familiarity with call center technology stacks, including phone systems, CRM software, and agent support tools.
- Bonus points : In-depth experience with live event production or collaboration tooling.
- Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
- Aim High - Always challenging ourselves and others to raise the bar.
- No Ego - Maintaining a "no job too small" attitude, and an open, inclusive and humble style.
- One Team - Taking a highly collaborative approach to achieving success.
- Lift As We Climb - Investing in developing others and helping others around us succeed.
- Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.
- A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
- A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
- Free SimpliSafe system and professional monitoring for your home.
- Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.
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